1. Troubleshooting

Troubleshooting Guide

This article provides an overview of how to troubleshoot the SuiteFiles apps and provides steps to resolve common issues with our XPM and WFM integrations

Please note: We update the SuiteFiles Status Page if there is a current known issue affecting multiple SuiteFiles customers. Please check this page first if your whole team is having issues accessing your SuiteFiles site, a particular feature, or any of our apps and integrations. 

Otherwise, please check the links below to be taken to the relevant troubleshooting article for the issue that you're experiencing. 

SuiteFiles Web App:

Issue Resolution
Files or Email Templates are not populating Refresh your Clients list in SuiteFiles
"Object reference not set to an instance of an object" message when creating a new folder Contact our support team at support@suitefiles.com or here

Xero Practice Manager & WorkflowMax integrations

The integration between SuiteFiles & XPM/WFM are powered both by our standard integration and our Chrome extension. Refer to the table below to find out which troubleshooting step will resolve your issue. 

Issue Resolution
"No client with this name in SuiteFiles" message in Xero Practice Manager (XPM) Logging out and logging into the SuiteFiles Chrome Extension
Can't see Folder templates when creating a client in Xero Practice Manager (XPM) Logging out and logging into the SuiteFiles Chrome Extension
No XPM icons next to my Client folders in SuiteFiles Web App

Why are my Xero Practice Manager icons not appearing in the Web App?

Files or Email Templates are not populating Refresh your Clients list in SuiteFiles

If the above do not fix your issue, we recommend that your SuiteFiles Administrator reconnects your XPM / WFM integration following these steps

SuiteFiles Outlook add-in

If you are experiencing any issues with the SuiteFiles Outlook add-in, try the following

  1. Logging out and into the Outlook add-in (Windows desktop)

SuiteFiles Drive

If you are experiencing any issues with the SuiteDrive, try the following

  1. Logging out and into the SuiteFiles Drive
  2. Changing port number

Need more help?

We'll continue to add troubleshooting steps to this article. In the meantime if the issue you are experiencing is not listed above, or the troublehsooting steps provided have not resolved your issue, please contact us via email at support@suitefiles.com.

Please provide us with as much information as possible so that we can prioritise and isolate the issue as quickly as possible.  

  • Which app or integration is affected? (SuiteFiles Web App, SuiteFiles Outlook add-in, SuiteFiles Drive, XPM or WFM integration etc)
  • How many of your team are impacted by this issue?
  • When did you notice that the issue start happening?
  • Confirm which troubleshooting steps you have followed
  • Please provide a screenshot of the issue and/or detailed replication steps.